Customer Service Agent

Thomas Scientific•Swedesboro, NJ

1d•Onsite

About The Position

Thomas Scientific is a leading distributor of laboratory products, equipment, chemicals, and supplies, serving research, academic, clinical, industrial, and government laboratories. We connect scientists with the products they need from thousands of manufacturers, backed by responsive service and deep technical support. Our Customer Experience team is the front line of that promise — the people customers rely on to get the right product, on time, with zero friction.

Requirements

High school diploma or GED required
1+ years of customer service, order management, inside sales, or contact-center experience, ideally in distribution, manufacturing, scientific, or B2B environments.
Strong written and verbal communication skills with a professional, customer-first manner.
Comfort with computers and the ability to learn order-management, CRM, and eCommerce systems quickly; working knowledge of Microsoft Office.
Strong attention to detail, accuracy, and follow-through in a high-volume, fast-paced setting.
Ability to multitask, prioritize, and resolve problems calmly under time pressure.

Nice To Haves

Associate or bachelor's degree (science, business, or related field) preferred.
Experience with Salesforce or a comparable CRM, and with ERP/order-entry platforms.
Familiarity with laboratories or scientific products, or the ability to learn a large technical catalog.

Responsibilities

Serve as the first and primary point of contact for customers, representing Thomas Scientific professionally, knowledgeably, and courteously across all channels.
Manage the full order lifecycle: enter and process orders accurately, confirm pricing and availability, provide order status and shipment tracking, and proactively follow up on open items and backorders.
Provide product information and basic application guidance, helping customers identify the right item, equivalent, or alternative; escalate complex technical questions to product or specialist teams.
Prepare, send, and follow up on quotes and bids, including cooperative-contract and institutional pricing where applicable, and convert quotes to orders.
Process returns, replacements, credits, and order corrections, owning the resolution from intake through closure.
Investigate and resolve customer issues — pricing discrepancies, shipping problems, damaged goods, invoicing questions — coordinating cross-functionally with sales, purchasing, logistics, and accounting.
Support key and strategic accounts, including institutional and eProcurement/punchout customers, ensuring their specific requirements, contracts, and workflows are honored.
Maintain accurate records of customer interactions, accounts, and transactions in the CRM (e.g., Salesforce) and order-management systems.
Identify recurring issues and share customer feedback with the appropriate teams to drive process and service improvements.
Meet or exceed individual and team service metrics for responsiveness, accuracy, resolution time, and customer satisfaction.